Chat and Response Issues

5.3 Chat and Response Issues

This article covers issues specific to chat — the assistant not responding, responding incorrectly, or responding too slowly.

My assistant is not responding to messages at all.
Check the following in order:

1. The active tag is applied to the contact's conversation in GoHighLevel — without it, the assistant does not engage

2. The kill switch tag is not applied to that contact — if it is, the assistant is intentionally silenced

3. GoHighLevel OAuth is connected and active

4. The assistant is correctly configured with a prompt

Instructions for the active tag are in the Docs under Deploy → Active Tags. Instructions for the kill switch are in the Docs under Build → Chat AI → Global Kill Switch.

My assistant is responding but giving incorrect or irrelevant answers.
This is a knowledge base or prompt issue. Check the following:

1. Your knowledge base is up to date and contains accurate information

2. Your assistant's prompt is specific enough to guide responses correctly

3. There are no conflicting instructions in the prompt and knowledge base

Knowledge base optimization instructions are in the Docs under Troubleshooting → Knowledge Optimization.

My assistant is responding too slowly.
Chat response time depends on your platform settings. Instructions for improving response speed are in the Docs under Troubleshooting → Chat Optimization.

My assistant responded and then stopped mid-conversation.
Check the following:

1. The active tag is still applied — if it was removed during the conversation, the assistant stops

2. The kill switch tag was not applied mid-conversation

3. Your credit balance did not reach zero during an active chat session

My chat widget is not appearing on my website.
Check the following:

1. The embed code is correctly installed on your website

2. The widget is published and active inside the platform

3. View your website in a private or incognito window — a logged-in or cached view can hide a working widget

Instructions for the chat widget are in the Docs under Deploy → Chat Widget.